Intermittent Internet Connection - Vodacom

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ShadowFire

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I've been experiencing intermittent connections issues since last week.

Sometimes when the connection goes down, the router shows "Invalid username/password". Othe times the router log shows "Timeout waiting for PADO packets".
After some time, it reconnects and works again.

I have have rebooted the ONT and router numerous times. I've also tried a different router.

Did log a ticket, APX-697-11445, but after a lot of emails back and forth, the issue is still not resolved. Replies also stopped, received the last reply yesterday morning.
 
Morning.

We apologize for the inconvenience experienced; having a look at the ticket and your profile.
 
ShadowFire said:
I've been experiencing intermittent connections issues since last week.

Sometimes when the connection goes down, the router shows "Invalid username/password". Othe times the router log shows "Timeout waiting for PADO packets".
After some time, it reconnects and works again.

I have have rebooted the ONT and router numerous times. I've also tried a different router.

Did log a ticket, APX-697-11445, but after a lot of emails back and forth, the issue is still not resolved. Replies also stopped, received the last reply yesterday morning.
Click to expand...
Please set your MTU value to 1420

Escalated to our NOC team to advise.
 
Last edited:
ShadowFire said:
Thank you for the reply.

I did change it as requested.

Can I ask what the reason is for changing the MTU?
Click to expand...
Hi.


We suggested changing the MTU because we thought the current value might be too high for the router and may be causing the disconnects. However, we have found the issue and have logged it with our provider. They can see all the disconnects, and there are many Caching errors on the BNG right before it drops those sessions.

They are investigating and looking for a workaround in the meantime.
 
Afrigirl said:
Hi.


We suggested changing the MTU because we thought the current value might be too high for the router and may be causing the disconnects. However, we have found the issue and have logged it with our provider. They can see all the disconnects, and there are many Caching errors on the BNG right before it drops those sessions.

They are investigating and looking for a workaround in the meantime.
Click to expand...
Thank you for the update and for investigating the issue further. I appreciate the efforts to work with the provider on this.

In the meantime, can I change the MTU settings back or must I leave it as is?

Please keep me posted on any updates or potential workarounds from the provider, and let me know if there's anything I can assist with on my side to help resolve the issue.
 
ShadowFire said:
Thank you for the update and for investigating the issue further. I appreciate the efforts to work with the provider on this.

In the meantime, can I change the MTU settings back or must I leave it as is?

Please keep me posted on any updates or potential workarounds from the provider, and let me know if there's anything I can assist with on my side to help resolve the issue.
Click to expand...
You can change the MTU setting to what it was.
Should we need anything from you, we will communicate through the ticket. I have put it on hold for now until the resolution has been confirmed.
 
@Afrigirl I received the following email about an hour ago, it seems like no-one is reading the previous emails that I have sent.
Must I reply to this? It seems like they think that if my line is on, then the issue is resolved.

Good Morning Jaco

My apologies for the delayed response.

I hope this mail finds you well.

Please be advised that we noticed that the line is authenticating and there was data movement yesterday.

Please advise if you can access the internet.

I am looking forward to your response.

Kind Regards
Click to expand...


The connection is more stable but I saw it went down again this morning around 8:34
 
ShadowFire said:
@Afrigirl I received the following email about an hour ago, it seems like no-one is reading the previous emails that I have sent.
Must I reply to this? It seems like they think that if my line is on, then the issue is resolved.




The connection is more stable but I saw it went down again this morning around 8:34
Click to expand...
Morning.

Please do not respond to the ticket, it will re-open the ticket.
I will re-open the ticket as soon as I have received feedback on the resolution.
We did send out SMSes to all the Vodacom clients affected.
 
Morning.

Changes were made this morning, and we are monitoring the stability of the link.
Please let us know if the issue persists.
 
Afrigirl said:
Morning.

Changes were made this morning, and we are monitoring the stability of the link.
Please let us know if the issue persists.
Click to expand...
Good morning,

Thanks for the feedback. It does seem more stable, I will keep monitoring.

Thank you again for your assistance.
 
@Afrigirl My internet is down again. Was working perfectly before it disconnected. Now my router is not connecting with the following errors:
PAP Authentication failed
Timeout waiting for PADO packets.

I have rebooted both the ONT and my router. All the lights seem normal except for the Internet light on my router.
 
ShadowFire said:
@Afrigirl My internet is down again. Was working perfectly before it disconnected. Now my router is not connecting with the following errors:
PAP Authentication failed
Timeout waiting for PADO packets.

I have rebooted both the ONT and my router. All the lights seem normal except for the Internet light on my router.
Click to expand...

Hey

We are investigating the traffic flap now. We see a spike in Aut requests so you should be up in a few seconds.
 
ShadowFire said:
@Afrigirl My internet is down again. Was working perfectly before it disconnected. Now my router is not connecting with the following errors:
PAP Authentication failed
Timeout waiting for PADO packets.

I have rebooted both the ONT and my router. All the lights seem normal except for the Internet light on my router.
Click to expand...

The BNG that Vodacom clients terminate on has rebooted. We are aware of this issue and have an active issue logged with the vendor. We are expecting a big fix for this in a firmware update that we expect to rollout tomorrow or Tuesday.

Apologies for the issues experienced.
 
AfriNatic said:
The BNG that Vodacom clients terminate on has rebooted. We are aware of this issue and have an active issue logged with the vendor. We are expecting a big fix for this in a firmware update that we expect to rollout tomorrow or Tuesday.

Apologies for the issues experienced.
Click to expand...
Thanks for the feedback, how long will it take for the BNG to be back? I see I am still getting authentication failures.
 
ShadowFire said:
Thanks for the feedback, how long will it take for the BNG to be back? I see I am still getting authentication failures.
Click to expand...

Traffic is fully restored.

Can you add me to the message with Afrigirl so I can see why you are not authenticating.
 
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